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The Manager- Digital Fraud will proactively protect, prevent, detect and respond to fraudulent or potentially fraudulent behavior and activities across all digital operational processes and independently leads the analysis and review of digital transactions in an effort to reduce chargebacks and maximize sales revenue. The Manager, Digital Fraud will provide supervisory oversight in the development of fraud models, rules, strategies, and controls to mitigate fraud loss in the e-Commerce and m-Commerce channels, while balancing customer experience and operational or business impacts. This role will be a primary point of contact with our fraud mitigation tool provider(s), managing the relationship while overseeing and contributing to the development and refining of rules to accept or decline transactions. The Manager, Digital Fraud will also be responsible for oversight of various brand loyalty fraud mitigation, and other channels of digital fraud.

RESPONSIBILITIES

• Key Responsibilities include: Fraud Mitigation Strategy and Oversight, Leadership and Team Development, Operational Excellence, Vendor Partnerships, and Emerging Fraud Risks

• Lead the implementation of robust policies and strategic programs to identify risk, mitigate loss, and drive revenue growth across Inspire Brands digital channels and products

• Develops strategies and recommendations for team to analyze mobile and online transactions leveraging advanced tools and techniques to investigating suspicious attributes including but not limited to previous order history, velocity, geolocation, and device data

• Manage and lead analyst(s) in fraud tool rule performance and prepare recommendations to improve rule performance and fraud mitigation strategies

• Manage, mentor, and develop a team, fostering professional growth and ensuring optimal performance

• Leads by example to instill a culture of accountability, innovation and continuous improvement

• Trains and leads analysts in the analysis and review of key business metrics (chargeback rates, decline/conversion rates, total loss, exposure, etc.) through a variety of interfaces in order to prepare weekly analysis & reporting

• Helps to develop and create the e-commerce business strategy of Inspire Brands including mobile and digital landscapes, and leads the integration of that strategy into our fraud mitigation plans and processes

• Continually evaluate the effectiveness of operational procedures and controls to maximize department productivity and accuracy

• Manage critical supplier relationships and contracts to provide the best-in-class solutions for fraud to partners with service levels and performance targets

• Lead recurring business reviews, escalating operational issues, and negotiating service level agreements

• Possesses a deep understanding and knowledge of digital fraud, fraud prevention concepts, practices, and procedures

• Remains current in industry trends, new platforms to mitigate fraud, new and emerging fraud trends, and makes recommendations that further enhance the the skills and capabilities of the team

EDUCATIONAL QUALIFICATIONS

Minimum- 4 yrs Degree in a related field

REQUIRED KNOWLEDGE, SKILLS or ABILITIES

• 3+ years of experience in fraud prevention, digital risk management, or a related field including team leadership roles

• Strong CNP (card-not-present) risk experience in e-Commerce/m-commerce environments

• Successful track record in mitigating risk in digital/mobile/web and electronic payments environments

• Ability to think like a bad actor and identify risks, exploits, and points of attack, then find ways to block or mitigate them

• Experience with Kount, Cybersource, Accertify, or other fraud mitigation tool desirable

• Proficiency with fraud prevention platforms, data visualization tools, and reporting software.

• Excellent understanding of an e-Commerce environment and the overall online shopping process, particularly mobile and digital

• Familiarity of consumer payment methods such as ACH, credit/debit cards, digital wallets and payment industry terminology such as chargebacks, representment, account takeover, phishing, skimming, first party fraud, and credential stuffing

• Familiarity with rules for card network excessive fraud and chargeback programs

• Familiarity with gift card/stored value programs and their associated risk

• Intermediate proficiency with Microsoft Excel (working knowledge of pivot tables, v-lookups and other intermediate to advanced functions), PowerPoint and Word

• Ability to recruit, engage, manage and develop a best-in-class team

• Outstanding written and verbal communication skills, with experience in delivering presentations, reports and analytical findings/assessments to various levels of an organization

• Demonstrated learning agility, critical-thinking, troubleshooting and analytical skills

• Demonstrated ability to automate, re-engineer processes, and challenge the status quo

• Exceptional organizational and collaboration skills with ability to prioritize and pivot quickly

• Demonstrated ability to work in teams and collaborate across departments

• Responsive, action-oriented, deadline-driven and heightened sense of urgency

• A proactive, results-oriented mindset with a focus on delivering measurable outcomes.

• Adept at managing multiple priorities in a fast-paced environment.

• Commitment to staying ahead of industry trends and evolving fraud landscapes.

• Strong analytical skills with experience in fraud detection techniques such as rule-based systems, machine learning models, and anomaly detection.

• Excellent interpersonal and communication skills, with the ability to influence stakeholders at all levels.

DIRECT REPORTS

This position has three direct reports (3), including one Senior Fraud Analyst and two Fraud Analysts

Inspire Brands is a multi-brand restaurant company whose portfolio includes more than 32,000 Arby’s, Baskin-Robbins, Buffalo Wild Wings, Dunkin’, Jimmy John’s, and SONIC restaurants worldwide.

We’re made up of some of the world’s most iconic restaurant brands, but we’re much more than just a restaurant company. We’re a team of hundreds of thousands who individually and collectively are changing the way people eat, drink, and gather around the table. We know that food is much more than a staple—it’s an experience. At Inspire, that’s our purpose: to ignite and nourish flavorful experiences.